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Providing an outstanding customer experience is a top priority for insurers in an industry where the client is always one step away from potential disaster.

And when a catastrophic event strikes, “They don’t just need something done, they’re looking for empathy, support, guidance, and advice,” says Darci Darnell, co-author of “Customer Behavior and Loyalty in Insurance,” a report by consulting firm Bain & Co.

Read our roundup for five stories on how the industry is managing the customer experience.

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